Cash
?? 1-Star Review — Extremely Poor Customer Service & Accountability My experience with Extra Space Storage has been extremely disappointing. This situation was not simply about a $20 fee—it was about poor communication, misinformation, and how I was treated when I tried to get clarification. I contacted customer service multiple times and was hung up on more than once while trying to resolve the issue. I was given information that was unclear and, in my understanding, inconsistent. I was asking questions specifically because I wanted to make sure I understood the requirements and avoid being charged the additional $20 fee. I eventually spoke with Margo apart of the management team, who said the call transcript was being reviewed. However, when I requested that the conversation be reviewed from the very beginning and in its entirety, management refused to go through it with me and simply stated that the information had been provided correctly. She also wanted to forward over the sign contract without true acknowledgment of the issue… That doesn’t address my concern. The issue is that I was seeking clarification because I did not understand the information I was being given. If the goal is to provide good customer service, the appropriate response should have been to explain the situation clearly and work toward a resolution—not hang up on a customer and then dismiss their concerns afterward. It is especially frustrating to feel like the company is more concerned with collecting a $20 fee than acknowledging how the situation was communicated to me. I expect a company like Extra Space Storage to provide clear, accurate information, respectful customer service, and accountability when there is a dispute. Unfortunately, that was not my experience. I would strongly encourage management to actually review the entire conversation from the beginning, including the questions I asked and the clarification I was seeking, rather than simply reviewing it with the assumption that the information was already provided correctly. What is most frustrating is that it feels like the focus is on defending the $20 charge rather than acknowledging the communication issues that led to the confusion in the first place. If a customer is asking questions to make sure they understand the fees and requirements, the response should be clear and helpful—not hanging up on them or providing conflicting information. I expected much better customer service and accountability. Customers deserve accurate information, respectful communication, and the opportunity to have their concerns fully heard before being charged additional fees.
We are very sorry to hear about your frustrating experience regarding your billing questions and communications with our team, Cash. We strive to provide clear, helpful support and respectful service, and we regret that your interactions did not meet those expectations. Please contact us at 888-STORAGE so our team can review this further and assist you directly.
Extra Space Storage (9/29/2026)
Google Review
